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North America Hotel Guest Satisfaction Index Study

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It is imperative that hoteliers recognize the importance of staying abreast of their guests’ needs, expectations and satisfaction, as well as industry trends. Understanding the Voice of the Customer is the first step in targeting performance improvement initiatives that may increase overall guest satisfaction. Regardless of the economic environment, high levels of satisfaction correlate markedly with influencing guest retention, incremental spend, and brand loyalty, which contribute to a healthier bottom line.

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Our business is to understand your business and what drives your customer loyalty and retention. In every industry we serve across the globe, our analysts focus on delivering data-driven insights you can act on—today.